Call Center Team Lead
4 days ago
Responsibilities
1. Supervise and manage a team of call center agents.
2. Monitor and evaluate agent performance, providing feedback and coaching as needed.
3. Handle escalated customer issues and complaints.
4. Analyze call center data to identify trends and areas for improvement.
5. Develop and implement strategies to improve customer satisfaction and agent performance.
6. Conduct regular team meetings to communicate updates and address any concerns.
7. Ensure that all agents are meeting performance metrics and targets.
8. Provide ongoing training and support to agents to enhance their skills.
9. Collaborate with other departments to resolve customer issues and improve processes.
10. Maintain a positive and motivating work environment for the team.
11. Prepare and present performance reports to management.
12. Assist in the recruitment and onboarding of new call center agents.
13. Ensure compliance with company policies and procedures.
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